The Art of Crisis Leadership elaborates on "reputation elasticity" with the examples of Starbucks, Google and Amazon and quotes wisdom from Warren Buffet. The chapter describes crisis-prone industries, consumer relationships and reputation capital.
I wonder if Captain "Sully" Sullenberger's colleagues' pensions are secure. Somehow, I doubt it.
Although airlines were the companies we used to loved to hate, airline employees are part of the family, too.